Vendor Manager (12-Month FTC)

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy sell and discover desirable secondhand fashion. With a community of over 35 million users Depop is on a mission to make fashion circular redefining fashion consumption. Founded in 2011 the company is headquartered in London with offices in New York and Manchester and in 2021 became a wholly-owned subsidiary of out more at

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome no matter who they are or where theyre from. Just as our platform connects people globally we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences knowing they drive innovation and bring us closer to our users. Were proud to be an equal opportunity employer providing employment opportunities without regard to age ethnicity religion or belief gender identity sex sexual orientation disability pregnancy or maternity marriage and civil partnership or any other protected status. Were continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If due to a disability you need adjustments to complete the application please let us know by sending an email with your name the role to which you would like to apply and the type of support you need to complete the application to . For any other non-disability related questions please reach out to our Talent Partners.

The Vendor Manager will be responsible for managing outsourced customer service vendors to ensure they deliver high-quality support aligned with our companys standards SLAs and customer experience goals. This role involves performance monitoring relationship management process optimisation and ensuring contractual compliance. The Vendor Manager will serve as the primary point of contact between internal stakeholders and BPO partners driving operational excellence and continuous improvement.

Key Responsibilities

Vendor Relationship Management

• Serve as the main liaison between the company and outsourced BPO partners.

• Maintain strong collaborative relationships with vendor leadership teams.

• Manage communication of business updates policy changes and process improvements.

Performance Monitoring & Reporting

• Track vendor performance against defined SLAs KPIs and quality metrics.

• Conduct regular business reviews (weekly monthly quarterly) with vendors.

• Analyse performance data to identify trends gaps and opportunities.

• Prepare executive-level reports on vendor performance and recommendations.

Contract & Compliance Management

• Ensure vendors adhere to contractual obligations regulatory requirements and company policies.

• Partner with Legal and Procurement teams on contract renewals negotiations and amendments.

• Monitor compliance with data protection security and confidentiality standards.

Operational Excellence & Process Improvement

• Drive continuous improvement initiatives to enhance efficiency reduce costs and improve customer experience.

• Partner with internal teams (Quality Assurance Training Workforce Management) to address gaps.

• Lead root cause analysis for operational issues and oversee corrective action plans.
  

Financial Oversight

• Monitor vendor billing accuracy and ensure adherence to budget.

• Track and report cost savings and ROI from vendor performance improvements.

Requirements

• Strong experience in vendor management account management or operations preferably in a BPO/customer service environment.

• Proven track record in managing multiple vendor relationships across geographies

• Strong knowledge of customer service operations metrics and best practices.

• Excellent negotiation influencing and relationship-building skills.

• Strong analytical and problem-solving abilities.

• Ability to work across time zones and in a fast-paced evolving environment.

• Results-driven with high attention to detail.

• Strong communication and presentation skills.

• Collaborative team player with a proactive approach.

Additional Information

Health Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Flexible Working: MyMode hybrid-working model with Flex Office Based and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave shared parental leave and paid emergency parent/carer leave

Learn Grow:

• Twice yearly development chats and yearly performance reviews

• Learning budget

• Upskilling our employees with company wide training workshops materials and resources

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings